Mortgage Policy & Process Lead (In-Office 4 Days)

City National Bank; Jacksonville (FL); On-site; USD 111,000 - 190,000; Full time

Benefits offered by this job

Comprehensive healthcare coverage

401(k) company matching

Tuition reimbursement and upskilling

Paid time off and volunteer time

Health and family planning benefits

Career mobility through recruitment

Colleague Resource Groups

Job summary

City National Bank in Jacksonville seeks a Senior Policy & Procedure Writer to develop, update, and maintain policies, procedures, and training materials for mortgage operations. You will translate complex regulatory and operational requirements into clear documentation and collaborate across departments to ensure accuracy and alignment with standards.

Ideal candidates have 5+ years in technical/policy writing within mortgage, strong MS Office skills, and experience with LMS or policy management

Qualifications

• Bachelor's Degree or equivalent.
• 5+ years of experience in technical writing, policy writing, or procedure development within the mortgage industry.
• Strong knowledge of mortgage loan origination, servicing, compliance, and regulatory requirements.
• Experience creating training materials and supporting process change initiatives.
• Ability to analyze complex information and translate it into clear, structured documentation.
• Proficiency in Microsoft Office Suite and document management systems.
• Strong communication skills and the ability to work across departments.

Responsibilities

• Develop & Maintain Policies & Procedures: Create, update, and refine mortgage policies and procedures.
• Partner with Department managers and subject Matter experts to ensure documentation is accurate and aligned.
• Maintain an annual review of all mortgage policies and procedures.
• Translate regulatory and operational requirements into concise, user friendly documentation.
• Ensure documentation aligns with company standards and regulatory requirements.
• Impact Assessment & Process Updates: Evaluate regulatory and system changes to identify impact on policies.
• Work with business leaders, compliance, and risk management to update promptly.
• Training Material Development: Develop training guides, job aids, and reference materials to support implementation.
• Collaborate with training teams to ensure consistent knowledge transfer.
• Stakeholder Collaboration & Compliance Support: Partner with operations, compliance, risk, IT, and training teams to reflect current practices.
• Provide SME support for audits, regulatory reviews, and internal QA efforts.

Skills

Strong communication

Analytical ability

Policy writing

Technical writing

Cross-functional collaboration

Education

Bachelor's degree or equivalent

Tools

Microsoft Office Suite

Policy Tech

Visio

Job description

City National Bank in Jacksonville seeks a Senior Policy & Procedure Writer to develop, update, and maintain policies, procedures, and training materials for mortgage operations. You will translate complex regulatory and operational requirements into clear documentation and collaborate across departments to ensure accuracy and alignment with standards.

Ideal candidates have 5+ years in technical/policy writing within mortgage, strong MS Office skills, and experience with LMS or policy management